Science gets results for Webhelp UK

Leading customer experience company, Webhelp UK, has witnessed a dramatic increase in customer satisfaction less than a year after introducing its pioneering ‘Discovery Labs’ project.

The company, which employs more than 6,000 people across the UK, launched the labs with the concept of using science and experimentation to create thinking space for individuals and teams to develop better business practice.

The facilities are fitted with identical SMART screens, clinical white lab desks and walls as well as whiteboards, lab coats, behaviour beakers and “Periodic Process Tables” to create an authentic and fun lab environment, with team members encouraged to don the white coats and put their ideas to the test.

120 advisors have already taken part in the Discovery Lab sessions devising new systems and practises that have helped to create a predicted annual saving of £600,000.

Results directly attributable to the Discovery Lab process include an increase in ‘first time resolution’ calls, where customers have their problems resolved almost immediately, by 11.8%.

Meanwhile, customer satisfaction has increased by 9% and transferred calls have reduced by 39%. Furthermore, team members working on behalf of a retail client saw a 50% decrease in revenue lost due to returned products.

Webhelp UK Client Director, Anton Manley, said: “Our team conduct experiments in clinical conditions and from this we’re able to create reports to produce recommendations for business consideration. Results are tracked post session to gauge long term impacts on behaviours and key measures, so we know if an initiative is going to work.

“At Webhelp UK we’ve always been an aspirational business. We’re looking to come up with new ideas and add value to the work we do for our clients and their customers. The idea for the Discovery Labs came from a simple belief that to deliver the best customer experience for our company, every member of the team needed to feel inspired and play an important role in shaping the future direction of the company. The aim is to tell our clients something about their business that they don’t already know.

“We’re a customer solutions business. We want to ultimately get real insight into the minds of our customers so that we can deliver them the highest level of service.”


Webhelp UK wins Multi-Channel Photobox Contract

One of the UK’s largest customer experience companies – Webhelp UK – has won a significant new contract with PhotoBox, Europe's leading online digital photo service.

The new contract will see over 110 jobs created at Webhelp UKÂ’s Glasgow contact centre. PhotoBox has been working with Webhelp UKÂ’s parent company, the Webhelp Group, since 2006. The UK contract win is an extension of this relationship.

The UK based team will handle European customer management services across multiple channels including inbound calls, email and webchat.

The wide scoping contract is the first multi-lingual brief that the company has secured. This will result in recruitment of customer support specialists with native language skills. In total 12 different languages will be required including French, German, Spanish, Italian and Swedish.

The deal forms an important part of Webhelp UKÂ’s strategy for growth, which includes a focus on its multi-channel capability. Recruitment will begin immediately, with a view to the contract being operational by the beginning of August. 18 current PhotoBox employees in the UK will TUPE across to Webhelp UK.

Webhelp UK, which was formerly known as Webhelp UK was acquired by Webhelp Group earlier this year, creating one of the largest independently-owned customer experience organisations in Europe, with revenues in excess of 350m Euros, 33 centres employing 16,500 people.

Webhelp UK wins multi-channel photobox contractPhotoBox has over 24 million members and creates uniquely personalised products such as photo books, cards, wall decor, mugs and t-shirts through its online service. The company has built an active and extensive online community and prides itself on high quality products and great customer service.

Mike Purvis, Sales & Marketing Director at Webhelp UK said: “This is a great win for Webhelp UK as our strategy for growth gathers pace. This is a truly multi-channel, multi-lingual brief that will be a big boost to our UK operation.

“Our new ownership has presented a huge amount of opportunity for Webhelp UK. Glasgow is an international city, with a talented workforce, which will ensure that we’re able to recruit the right people with the right skills for PhotoBox.”

Helen Ellis, Customer Experience Director at PhotoBox said: “We’re really excited to be broadening our partnership further with Webhelp UK as they partner us in our European growth, providing a high quality extension to our in house Customer Support teams.”


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First Minister Welcomes 400 New Webhelp UK Jobs

Scottish Government release coverage of the First Minister's visit to Webhelp UK Glasgow. Watch interviews with Alex Salmond and Webhelp UK CEO, David Turner as the news of 400 new Scottish jobs is announced.


Just the job for Webhelp UK trainees

First Minister welcomes 400 new jobs alongside a Glasgow project that brings employment skills to job seekers.

First Minister Alex Salmond today visited the Glasgow offices of Webhelp UK, one of the UK’s largest contact centre companies, headquartered in Scotland, to welcome the announcement of 400 new jobs for Scotland.

Webhelp UK was awarded a £1.5m RSA grant from SDI Scotland to support the creation of 400 new jobs in Scotland, which will be a rolling programme of job creation over two years. See the interviews with the First Minister and David Turner, Webhelp UK CEO below.

The First Minister also saluted the pilot project of a jobs skills initiative – the Customer Experience Academy - that has brought employment to a category of the unemployed who couldn’t reach the first rung of the jobs ladder.

The First Minister met a group of Scottish qualifiers from the ambitious trainee programme.

Webhelp UK’s Customer Experience Academy gives vital additional pre-employment training to a growing number of job seekers who lack the necessary communicative knowledge to pass the standard entrance level of most employers.

Backed by Skills Development Scotland, the Webhelp UK trainees completed a five week workskills course - with a job interview by the company on completion.

Those who made it through are now not only employed full time by Webhelp UK, on a standard wage, but are also supported through a modern apprenticeship, which takes 12 months to complete.

In addition the trainees gained a recognised Customer Service qualification, which would assist them in finding a job with a variety of other employers should they wish to develop their careers with other organisations in the future.

The pilot scheme has been so successful that the company is looking to roll it out across its estate. Webhelp UK is also recruiting two managers to help lead the scheme across the UK.

As the First Minister congratulated the trainees from the pilot project, Webhelp UK CEO David Turner explained the driving force behind this company initiative.

"With a rapidly expanding business of over 6,000 people throughout the UK and plans to recruit 400 new team members in the next two years, we are in almost constant recruitment mode," said Turner.

"We noted that there were a growing number of candidates who didn't quite have the interpersonal skills to pass our recruitment tests. But they were only just failing. We felt that it wouldn't take much to get them over the line and once they were in employment, they would blossom.

"With that in mind we devised our Customer Experience Academy where would-be recruits came in for a five week course which would get these people work ready.

"We decided to launch it as a pilot project. We have 137 people now in employment with us through the scheme, 51 of which are located in our Scottish sites. Whilst we’re not able to track all of the graduates, we know that many are also gaining employment elsewhere, in retail for example, on the back of having completed the qualification.

"It is an initiative which can bring employment to a part of our society which desperately needs it and I’m very proud that we have been able to turn the pilot project into a nationwide campaign.”

First Minister said: “Four hundred new jobs across the central belt of Scotland is fantastic news. It means economic boosts in Glasgow, Larbert and Kilmarnock.

“In particular, it offers our young people enormous opportunities. I know Webhelp are keen to target young people for a large number of these jobs, in the hope they remain with the company for many years and are supported in their ambitions to learn and make progress. That is a long-term commitment providing long-term chances for Scotland’s young people and as such is a very welcome development.

“Already, they’ve begun to make a head start and have recruited the first 50 of these 400 new positions, with 350 more to come over the next two years, and I’m very pleased that £1.5 million financial support from Scottish Development International has been leveraged to help support this programme.

“In addition, the company’s creation of a Customer Experience Academy to equip young people with the skills they need for the world of work. Scotland has made big progress overall on youth employment but if we are to maintain this momentum we all need to work together. Webhelp UK’s academy is exactly the kind of initiative that will make a real difference in the months and years to come.

“Webhelp UK’s expansion is based on the success of their existing workforce across Scotland and provides further proof of the attractiveness of Scottish skills and Scottish staff to foreign investors.”

Anne MacColl, Chief Executive of Scottish Development International, said:

“Projects like this are exactly what RSA funding is intended to support –investment in Scotland’s economic growth and jobs for our people, in particular our young people.

“Alongside Skills Development Scotland, we’ve been working with Webhelp UK to support their efforts to expand the Scottish arm of the business. It’s very rewarding to see that support leading to a successful conclusion.

“We look forward to working in partnership with the company for many years to come.”


Webhelp UK creates 50 specialist jobs

Webhelp UK has created an additional 50 new specialist jobs to provide the latest innovations in customer experience management.

Webhelp UK have been recruiting Customer Engagement Specialists for their Derby centre in an expansion they hope will continue to grow.

In time these new jobs could grow to 200 staff members - taking numbers over the 1300 mark.

Unlike the vast majority of their colleagues across the nine UK sites, these new recruits will not be in touch with customers via the traditional phone call method. Instead these advisors will support customer enquiries via, email, webchat and social media platforms.

It is a clear indication of the direction Webhelp UK is taking since its acquisition by Webhelp Group, which is now the largest independently-owned customer experience organisation in the world, with revenues in excess of 350m Euros and 16,500 employees globally. 

Director of Strategic Accounts at Webhelp UK, Anton Manley, said: “This recruitment drive demonstrates the incredible success of Webhelp UK’s relationship with BSkyB. 

“We already have a 3000-strong team at locations across the UK offering assistance to Sky customers. We now have the opportunity to extend our support and provide a fully integrated multi-channel service to all our clients and their customers.

“I am delighted that we’re able to create jobs through expanding our multi-channel offering.”

Mike Purvis, Sales and Marketing Director commented: “The growing partnership between BSkyB and Webhelp UK underlines the bond between two organisations that are leading their industries with innovative offerings and a shared desire to offer an excellent customer experience across both traditional and emerging social and digital media channels.

“This is another important step in Webhelp’s determination to create a European customer experience innovator with multi-channel capability.”

 


Volunteers paint on smiles as they lend a hand brightening pavilion

CALL centre workers swapped their phones for paintbrushes to help decorate Chaddesden pavilion.

Ten members of staff from Webhelp UK, in Pride Park, spent yesterday giving the changing rooms a facelift. The Volunteer Action Day came as part of a community link between the call centre and Derby City Council – a partnership which has developed since the firm came to Derby last year, bringing more than 1,000 jobs. Five changing rooms and the referee's room were redecorated by the team.

Felicity Cowan, Webhelp UK team leader, helped organise the event. She said: "We wanted to do something for the community as Webhelp created a lot of jobs. We asked each department of the company to nominate people who were good role models, people who try very hard every day and set a good example. They were then chosen to help out at the event.

"I was put in contact with the city council who gave us some options on how we could help the community.

"We felt this was the best choice as it meant we could all get together and have a go."

Felicity said the event was a great success.

She added: "We had a really good day and everybody enjoyed themselves. It was great for team building."

Councillor Sara Bolton said she was very grateful for the work that had been done.

She said: "This is a well-used sports pavilion which is utilised every weekend for the football matches.

"The improvements that have been made are valued by the users.

"The changing rooms were looking a bit tired and they haven't been decorated for three years or so.

"The neighbourhood board were looking at paying for the decorating to be done but now it has been done free for us.

"I thank everybody involved for their community spirit. The changing rooms look much fresher and cleaner. "

Webhelp UK, formerly known as Hero TSC, handles customer service and sales calls on behalf of broadcaster and telecommunications giant Sky. Daniel Jones, customer call adviser at the company, said he enjoyed helping out. The 26-year-old, of Boyer Street, Derby said: "Not only was it a change of scenery it was a great feeling knowing we were giving something back to the community."
Source - Derby Telegraph


Bonjour Paris!

Webhelp UK sends team member on dream trip 

A Webhelp UK team member is preparing for a dream break after beating off competition from hundreds of his colleagues.

Alan Rew is set to swap the company’s Rothesay contact centre for Paris where he and his partner will be treated to a luxury weekend bed and breakfast break, complete with spending money.

The competition was launched in February after French company Webhelp Group purchased Webhelp UK, creating one of the largest independently-owned customer experience organisations in the world with 16,500 employees globally.

To give staff in the UK a chance to see the home of the new global headquarters, entrants were asked to tell bosses in 100 words or less exactly why they believed they and friend deserved to go on the trip.

61 year old Alan impressed the judges after revealing that he is the chairman of a local Petanque club on Bute. The game is quintessentially French and involves throwing hollow metal balls, known as boules as close as possible to a wooden ball called a cochonnet.

Alan said: “I thought it was a really imaginative and engaging way of marking our new ‘French Connection’, and if this is a sign of things to come, then it’s very encouraging! I am something of a Francophile. My family is of French descent, though admittedly a couple of centuries ago. My partner and I are thrilled to have this opportunity and will certainly make the most of our time in Paris, especially knowing what good use so many others could have made of the chance to go. As well as enjoying the sites, I plan to represent both Bute and Webhelp UK in a few games of my favourite French pastime!”

 


Derby’s Easter Surprise for Sick Kids

There was an unexpected bonus for the young patients in Derby Infirmary when a team from the city's fast-growing customer experience company Webhelp UK turned up to give out some Easter Eggs to youngsters unfortunately spending their Easter in hospital.

The company who now employ over 1200 staff in their Pride Park operation are determined to make a positive impact in the Derby area and have elected a team of Engagement Ambassadors to forge positive links within the community.

The hospital visit was a perfect opportunity to reach out, although the team caused a bit of disruption in the Puffin Ward when their arrival, laden down with Easter eggs, coincided with lunch being served.

Next stop with the children's A and E where, thankfully, there were not too many youngsters waiting for treatment - but enough to appreciate the gesture.

"I'm really glad we managed to do this over Easter," said Abigail Matemazano, who headed up the team. "The eggs seemed to be very well received and we are looking forward to having more interaction with the Derby community."

Kerry Brady, Events and Community Fundraiser at the infirmary was full of praise for the gesture.

"I'd like to thank the Webhelp UK team for their visit and the Easter egg donation. It was nice of them to think of others at this time of the year. "

Webhelp UK Derby Volunteers